> Markdown rendition of https://www.voiceflow.com/integrations/zendesk ("AI agents for Zendesk | Voiceflow"). Canonical page: https://www.voiceflow.com/integrations/zendesk · All pages: https://www.voiceflow.com/llms.txt AI agents for Zendesk # Resolve and deflect Zendesk tickets automatically Voiceflow AI agents understand each request and take action in Zendesk: create and update tickets, add comments, and find users. [Book a demo](https://www.voiceflow.com/demo) ## What your agent can do in Zendesk Your AI agent takes real actions in Zendesk, not just canned replies. ### Create & update tickets Create tickets with the right subject, tags, and priority, then update status and fields as the conversation moves. Example “Create a ticket for a refund request and set it to high priority.” ### Add comments Append public or private comments with summaries, next steps, or troubleshooting on any existing ticket. Example “Add a private note with troubleshooting steps for the payment issue.” ### Find users, groups & tickets Look up users, support groups, and ticket history, and answer from your Zendesk Help Center to personalize every reply. Example “Find this user and show their open tickets before responding.” [Read the Zendesk docs ›](https://www.voiceflow.com/docs/documentation/build/tools/zendesk-tool) Knowledge base ## Answer from your Zendesk Help Center Connect your Zendesk Help Center to Voiceflow's Knowledge Base. Your agent answers from your existing articles, product guides, and support policies, and only opens a ticket when a human is needed. - Syncs automatically with your Help Center content. - Grounds answers in your real documentation, not guesswork. - Deflects repetitive questions before they become tickets. ## Built for support teams ### Triage and route tickets Tag, set priority, and route each ticket to the right support group based on the customer's request. [Learn more ›](https://www.voiceflow.com/solutions/customer-support) ### Enrich every ticket with context Look up the customer, their groups, and ticket history before the agent responds or escalates. [Learn more ›](https://www.voiceflow.com/solutions/customer-support) ### Hand off with full context When a human is needed, the agent passes the full conversation and adds a private summary note. [Learn more ›](https://www.voiceflow.com/solutions/customer-support) Security ## Purpose-built for enterprise scale Production volume, and the certifications to run it on regulated data. 99.95 % Agent uptime 50 ms Voiceflow latency 300 K Messages per minute scale [![AICPA SOC 2 badge](https://www.voiceflow.com/images/Badge.svg)SOC-2 Type IIAudited for data privacy, processing integrity, and confidentiality.](https://trust.voiceflow.com/) [![ISO 27001 certification badge](https://www.voiceflow.com/images/ISO.avif) ISO/IEC 27001:2022Certified information security management.](https://trust.voiceflow.com/) [![GDPR compliance badge](https://www.voiceflow.com/images/GDPR.svg) GDPR CompliantPersonal data stays personal, with granular permissions.](https://trust.voiceflow.com/) [![HIPAA compliance badge](https://www.voiceflow.com/images/hipaa.avif) HIPAA CompliantProtected health information kept secure.](https://trust.voiceflow.com/) ![bg image](https://www.voiceflow.com/images/frame-2147241001-18.svg) ## How it works ### Understand intent The AI agent understands the customer's request and gathers the right details. ### Take action in Zendesk Create tickets, add comments, look up users and groups, and answer from your Help Center. ### Deliver outcomes Resolve issues, update customers, and keep your team in the loop. ## Frequently asked questions **Does Voiceflow integrate with Zendesk?** Yes. Voiceflow includes a native Zendesk tool. During a conversation, your AI agent can create and update tickets, add public or private comments, find tickets, users, and groups, retrieve the latest comment, and update organizations. Custom fields from your account are detected automatically. **Can the agent answer from our Zendesk Help Center?** Yes. You can connect your Zendesk Help Center to Voiceflow's Knowledge Base, so the agent answers using your existing help articles, product guides, and support policies. **Can the agent look up existing tickets and customers during a chat?** Yes. It can find tickets, users, and groups and retrieve the latest comment on a ticket, so it answers "where is my request" questions and routes with full context before a human gets involved. **Can it update tickets and add comments, not just create them?** Yes. On any existing ticket the agent can add public or private comments, update fields and status, and update the organization on the ticket. Custom fields from your Zendesk account are detected automatically. **Does the agent hand off to a human agent when needed?** Yes. When a request needs a person, the agent hands off inside Zendesk with the full conversation history, so your team picks up in context without asking the customer to repeat themselves. **How is this different from Zendesk's built-in AI agents?** Voiceflow agents are model-agnostic and fully controllable. You design the conversation logic, choose your model, ground answers in your own knowledge, and run the same agent across every channel, not only Zendesk. You keep control of the behavior and the data. **Is my data secure?** Voiceflow is SOC 2 Type II and ISO 27001 certified, and GDPR and HIPAA compliant, with SSO, role-based access controls, and encryption in transit and at rest. **How do I set up the Zendesk integration?** Add the Zendesk tool to your agent from Tools, authenticate your Zendesk account, and choose which actions to enable. Book a demo and our team will help you scope it for your support workflows.